Contact Center Training Online
Course Overview
Employee reviews are a cornerstone for having happy, engaged and productive employees. Reviews help employees see their strengths and weaknesses and they are a great way to recognize them for their great work and let them know what needs to be improved.
Once an employee understands their performance, you and the employee can take steps to improve their weaknesses. It is human nature to want to succeed and giving your employees feedback on their positive and negative attributes is part of the pathway to success. Annual reviews are not just about an employee’s past performance, they should also help the employee looking forward, understand what is expected from them and give them the opportunity to express their opinions and feelings. In this course you will learn how to conduct a well-designed employee annual review.
This course touches on how to conduct annual reviews, setting evaluation standards, the mistakes managers commonly make, how to reward and compensate employees, how to communicate your and your company’s expectations, gauging employees’ happiness.
OBJECTIVES
At the end of this course you will be able to:
- Understand how to conduct annual reviews
- Determine the categories for an annual review
- Identify the mistake managers can make during an annual review
- Understand the concept of Pay per Performance
- Understand how to tie employee compensation to firm-wide returns
- Recognize the value of employee-supervisor communication
- Gauge employees’ happiness
Course Content
- Lesson 1: The Attitude of the Manager
- Lesson 2: Peer Training
- Lesson 3: Building Rapport
- Lesson 4: Learning to Listen
- Lesson 5: Etiquette & Customer Service
- Lesson 6: Handling Difficult Customers
- Lesson 7: Getting the Necessary Information
- Lesson 8: Performance Evaluation
- Lesson 9: Ongoing Training
- Lesson 10: Download Course Curriculum
Contact center managers and supervisors
Contact center agents
It is a self-paced program available 24/7. Participants can learn at their own pace, anytime, anywhere and on any device.
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